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Dynamics 365 - Platform Introduction

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This document is part of the training for the SharePoint retirement initiative. What’s that? Put simply, we are automating the claim workflow of tasks in Dynamics 365 that will allow for the retirement of SharePoint.

With this initiative, we will all benefit from the automation and visibility of tasks while still in our existing systems. Let’s get started and see how easy using Dynamics 365 is.

The following topics are included:

Section 1. Navigation
Section 2. Accounts and Contacts
Section 3. Cases and Activities
Section 4. Video Summary

Audience: All 2-10 HBW employees (Internal Use Only)

Click the link below to watch a video summary.

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d365-platform-intro-v1.mp4

Cases - required fields and basic navigation

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Customer Service Agent Dashboard - A Quick Preview

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section 1. navigation

The user interface has the following components:

  • Left NAV/Areas
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  • Ribbon Bar
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  • Views
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  • Interface Application Area
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  • Search, Quick Create, and Advanced Find
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section 2. accounts and contacts

  • What is an Account?
    In Dynamics 365, an account represents a company with which 2-10 HBW has a relationship. Account information includes all relevant contact information, company information, category, relationship type, and address information.

    To access Accounts: Go to the left navigation panel > Go to Customers > Accounts > Select the desired Account
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  • What is a Contact and Contact Table?
    In Dynamics 365, a contact represents a person with whom 2-10 HBW has a relationship, such as a homeowner, builder, etc.

    To access Contacts: Go to the left navigation panel > Go to Customers > Contacts > Click desired contact name
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  • Contact information is displayed using a contact table.
    The contact table stores all information about a person such as an email address, street address, telephone numbers, and other related information, such as the birthday or anniversary date. Operations that you can perform on a contact include Create, Read, Update, and Delete. Linking tables such as activities and notes to the contact table lets you see all the communication we had with a customer, any actions taken on behalf of the customer, and all information needed about the customer.

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section 3. cases and activities

  • What is a Case?
    Cases are a way to log an interaction with a homeowner/contractor/client where you try to resolve a problem that they might be having. For example, cases can include homeowner complaints, billing issues, technical problems, etc. In other words, it represents anything, in the context of an interaction/conversation, that requires some type of resolution or answer. Multiple cases can be associated with a single homeowner/contractor/client.

    The actions you take to resolve a case are called an Activity.

    When appropriate, Routing rules are applied to cases to route them to a specific queue or representative. Skill-based routing and work queues let us distribute work items to the representative who is most qualified to solve the issue and/or has capacity to work the case.

    Each case will contain a business process flow to guide you through the different stages and steps that are used to resolve a case.

    To Create a New Case Record:
    • From the left panel > Go to Service > Cases
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    • From the top ribbon within Cases, click the + New Case button
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    • Populate the new case fields (more on the business rules on how and why to populate these fields is covered in a later training)
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  • What is an Activity?
    • The actions you take to resolve a case are called an Activity, like notes, emails, phone calls, appointments, faxes, attached documents, or letters.
    • Multiple activities can be associated with a single case.
    • The system automatically timestamps every activity and shows who created it.
    • Activities become part of the history of the case, that other people on your team can view.
    • To Create a New Activity: From within an open case, go to the Timeline (see bottom right corner of screen) > Click the Plus sign > Use the drop-down menu to select the desired activity
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Disclaimer: This information intended to be solely informative in nature, and does not modify, alter, amend or otherwise affect in any way the terms of any Service Agreement or Warranty Coverage. Please refer to the Home Warranty Service Agreement and/or New Home Builder Warranty Booklet applicable to your specific home for all coverage details, procedures, rights and obligations. 2-10 Home Buyers Warranty is a family of companies with a mission to improve the experience of homeownership. As a Provider of Home Warranty Service Contracts, 2-10 Home Buyers Warranty is: 2-10 HBW Warranty of California Inc. in California; Home Buyers Warranty Corporation VI in Florida; 2-10 Home Buyers Warranty of Virginia, Inc. in Virginia; 2-10 Home Buyers Warranty of Oklahoma, Inc. in Oklahoma and Home Buyers Resale Warranty Corporation in all other states (OR Lic # 202003). As the Warranty Administrator for New Home Builder Warranties, 2-10 Home Buyers Warranty is Home Buyers Warranty Corporation III in New Jersey and Home Buyers Warranty Corporation in all other states

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